Job Details

Summary:

• The Workforce Planning Analyst is responsible for various forecasting, staffing, scheduling, and real-time queue management duties within the contact center.
• The Workforce Planning Analyst is responsible for forecasting workload, and applying the appropriate resources to handle the workload within intended service levels.
• The position reports directly to the Supervisor of Workforce Management, and requires a significant amount of interaction with contact center management, and contact center associates.
• Specific Duties Forecasting Research forecast and call volume drivers Generate daily, weekly, monthly, and annual forecasts.
• Re-forecast as necessary Review forecast accuracy, and make proactive recommendations to minimize variances Build and maintain forecasts for various bodies of work Create and maintain budget forecasts for all lines of business
• Clean forecast data weekly and monthly to maintain forecast accuracy Staffing/Scheduling
• Recommend proper contact center staffing levels Recommend staffing changes at a 30-minute interval level Track all associate movement and attrition
• Report on hiring and attrition impact to the short-term and long-term forecasts Maintain schedule roster changes due to attrition/hiring Manage contact center shift bid process
• Regularly optimize breaks and lunches to increase service levels Plan and recommend scheduling changes for company/world events

• Maintain daily roster changes for non-discretionary exceptions
  
• Optimize net staffing with overtime and flexible scheduling Balance delivery of inbound and outbound workload
• Ensure service level goals are met for all bodies of work Make real-time staffing recommendations
• Reporting Report on associate availability Report on contact center shrinkage
• Track and report on associate productivity, and the impact to service levels Track and report on associate sick/tardy time, and the impact to service levels

• Approve and deny associate vacation requests, balancing contact center service levels with associate responsibility
  
• Responsible for emergency procedures, and emergency phone procedures for the contact center Liaison with IS regarding technology issue that impact call volume

• 1-3 years of WFM experience in a contact center environment
  
• Experience with WFM software, Genesys strongly preferred Strong Microsoft Excel skills Benefits Significant personal travel discounts & deals
• MBTA T pass subsidy of 75% or Parking subsidy of 25%Generous Paid Time Off program & 9 company holidays
• Flexible work options to support work life balance Maternity and Paternity leave Paid
• Sabbatical at 5 years and 10 years Wellness program with on-site Health Coach, fitness center & complimentary fitness classes Weekly complimentary chair massages Casual Dress code every day!